Controls for human-supervised AI operations

Operating principle

LatchFlow is a managed service for lettings teams. Sensitive actions stay behind approval gates, and live workflows launch with a clear rollback path.

Platform and data security

• Encryption everywhere — data is encrypted in transit (TLS) and at rest.
• Strict tenant isolation — every agency’s workspace is logically separated and every data query is scoped to that agency, so one agency can never see another’s data.
• Server-side identity — the AI never decides who a caller or sender is; identity is re-verified from the underlying number or account on our servers. Privileged keys are held server-side only and never exposed to the browser or the AI.
• Human-in-the-loop — sensitive and customer-facing actions are held behind approval before anything is sent or spent.
• Full audit trail — every AI draft, decision, approval, override, and write-back is logged.
• Managed, backed-up infrastructure — hosting and the database run on managed platforms with automated backups, monitoring, and change control.

The third parties that may process workspace data are named in our Data Processing Agreement, which also covers breach notification, deletion, and audit rights.

Controls included in a production rollout

• Human approval for low-confidence, legal, vulnerable-occupant, emergency, and spend-threshold cases.
• Least-privilege access to connected inboxes, records, and workflow tools.
• Audit logs for AI drafts, routing decisions, approvals, overrides, and write-back events.
• Named workflow owners, escalation paths, and monthly operational review cadence.
• Change control for prompts, routing rules, SOPs, and model or integration changes.

AI governance

Automations are scoped by workflow. Business rules are kept separate from prompt content, key decisions are logged, and override patterns are reviewed so the workflow improves without quietly taking on risky decisions.

Data boundaries

Before live data is connected, each client gets a clear scope covering source systems, permitted data, retention, deletion, subprocessors, and approval rules.

Security and privacy controls are documented here and in the agreed client scope before any live deployment.

Website and lead-capture controls

• Global HTTPS, anti-framing, MIME-sniffing, referrer, permissions, opener, and content-security headers.
• Same-site JSON-only audit submissions with request-size limits and a hidden-field spam trap.
• No browser-local retention of prospect contact details or notes after a booking attempt.
• Rate limiting and spam checks protect the public booking form.

What is not claimed

We do not currently claim SOC 2, ISO 27001, Cyber Essentials, or official vendor partnership certification. If your organisation requires a specific assurance standard, we'll agree that requirement before live deployment.

Security contact

Send security questions or responsible-disclosure notices to support@latchflow.co.uk. The machine-readable policy is published at /.well-known/security.txt.